User Researcher, Merchant Experience

Bask Health; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Bask Health is seeking a User Researcher, Merchant Experience to understand how entrepreneurs and healthcare businesses use our platform to operate direct‑to‑consumer telehealth services. You will study the merchant journey, on‑boarding, configuration, subscriptions, and reporting while collaborating with product, design, and customer success teams.

You will conduct interviews, usability tests, and workflow studies to uncover pain points, inform onboarding improvements, and guide product

Qualifications

• 3+ years of professional experience in user research or a closely related field.
• Portfolio or case studies demonstrating research for digital products.
• Experience researching business software or complex user workflows.
• Strong understanding of qualitative research methods.

Responsibilities

• Conduct user research focused on Bask Health's merchant‑facing software experiences.
• Study how entrepreneurs and healthcare businesses launch and manage their operations through the platform.
• Research the end‑to‑end merchant journey, from onboarding through ongoing platform use.
• Conduct interviews with merchants to understand their goals, behaviors, and challenges.
• Plan and execute usability studies for merchant dashboards and administrative tools.
• Evaluate storefront configuration and business setup workflows.
• Research product catalog management and related merchant configuration experiences.
• Study how merchants interact with subscription and commerce management tools.
• Investigate merchant navigation, information architecture, and workflow comprehension.
• Identify recurring friction points in multi‑step configuration processes.
• Research how merchants interpret platform settings, instructions, and system feedback.
• Evaluate new merchant‑facing product concepts and prototypes.
• Develop research plans, interview guides, and usability testing materials.

Skills

User research

Qualitative methods

Interviews

Usability testing

Cross-functional collaboration

Product discovery

Communication

Job description

About Bask Health

Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.

Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place.

We're an entrepreneurial, product-focused engineering team that values ownership, technical excellence, and building software that solves real problems. Engineers work closely with product teams and company leadership, take features from idea to production, and have a direct role in shaping the platform.

Engineering at Bask is AI-first and builder-led. We use tools like Cursor and Claude Code throughout development while maintaining high standards for reliability, testing, and software quality.

About the Role

We're looking for a User Researcher, Merchant Experience to help Bask Health better understand the entrepreneurs, business owners, and healthcare organizations that use our platform to operate direct-to-consumer telehealth businesses.

Bask Health brings together merchant storefronts, patient experiences, clinical workflows, pharmacy operations, and commerce tools in one software platform.

Merchants use these tools to configure their businesses, manage products, build patient experiences, and coordinate operational workflows. Understanding how merchants approach these tasks is essential to making the platform easier to learn, more efficient, and more useful.

As a User Researcher, Merchant Experience, you'll investigate merchant needs, behaviors, challenges, and expectations throughout their experience with Bask Health.

This is a hands‑on research role combining qualitative interviews, usability testing, workflow observation, product discovery, and analysis of merchant feedback.

Your work will focus on the merchant journey, from initial onboarding and storefront setup through ongoing business configuration, product management, subscriptions, reporting, and platform operations.

You'll study how merchants understand the platform, which tasks are difficult to complete, where they need additional guidance, and how their needs evolve as their businesses grow.

You'll also research differences between merchant segments. An entrepreneur launching a first telehealth business may have different expectations and challenges than an established healthcare organization managing a more complex operation.

You'll collaborate closely with product managers, product designers, engineers, and Customer Success teams to identify recurring merchant problems and prioritize research opportunities.

You'll conduct merchant interviews, usability studies, concept evaluations, and workflow research to understand how people use the platform in real situations.

You'll also incorporate available product analytics, support feedback, and operational observations to help teams understand the frequency and impact of research findings.

Your work will help inform merchant onboarding improvements, dashboard design, configuration workflows, product management tools, and other merchant‑facing capabilities.

Because Bask supports healthcare‑related businesses, you'll need to understand the distinction between merchant business operations and clinical or pharmacy workflows, ensuring research accurately reflects users' responsibilities and permissions.

You'll help maintain organized research findings and communicate actionable recommendations to teams across the company.

We're looking for someone who enjoys understanding how businesses use software, is comfortable investigating complex operational workflows, and can turn merchant feedback into meaningful product improvements.

What You'll Do

• Conduct user research focused on Bask Health's merchant‑facing software experiences.
• Study how entrepreneurs and healthcare businesses launch and manage their operations through the platform.
• Research the end‑to‑end merchant journey, from onboarding through ongoing platform use.
• Conduct interviews with merchants to understand their goals, behaviors, and challenges.
• Plan and execute usability studies for merchant dashboards and administrative tools.
• Evaluate storefront configuration and business setup workflows.
• Research product catalog management and related merchant configuration experiences.
• Study how merchants interact with subscription and commerce management tools.
• Investigate merchant navigation, information architecture, and workflow comprehension.
• Identify recurring friction points in multi‑step configuration processes.
• Research how merchants interpret platform settings, instructions, and system feedback.
• Evaluate new merchant‑facing product concepts and prototypes.
• Develop research plans, interview guides, and usability testing materials.
• Recruit and screen appropriate merchant research participants through approved processes.
• Study differences in needs across merchant segments and business maturity levels.
• Collaborate with Customer Success teams to identify recurring merchant challenges.
• Review support feedback and operational observations to inform research priorities.
• Partner with product managers to define merchant research questions.
• Work with product designers to improve merchant‑facing interactions.
• Collaborate with content designers to evaluate merchant terminology and instructions.
• Incorporate available product analytics into research analysis.
• Develop merchant journey maps and workflow documentation.
• Analyze research findings to identify patterns and unmet needs.
• Present actionable recommendations to product, design, engineering, and leadership teams.
• Support iterative testing of merchant‑facing features throughout development.
• Evaluate post‑launch merchant experiences and identify opportunities for improvement.
• Maintain organized research documentation and reusable findings.
• Independently manage merchant research initiatives from planning through synthesis and presentation.

• 3+ years of professional experience in user research, UX research, product research, or a closely related field.
• Portfolio or case studies demonstrating research for digital products.
• Experience conducting research involving business software or complex user workflows.
• Strong understanding of qualitative research methods.
• Experience conducting user interviews and usability testing.
• Ability to develop research plans and clear study objectives.
• Experience creating interview guides and usability testing materials.
• Familiarity with moderated and unmoderated research methods.
• Ability to understand complex user journeys and operational processes.
• Experience identifying user pain points and unmet needs.
• Strong analytical and qualitative synthesis skills.
• Ability to translate research findings into actionable product recommendations.
• Experience collaborating with product managers and product designers.
• Ability to communicate research findings to technical and nontechnical stakeholders.
• Familiarity with product discovery and iterative development processes.
• Experience evaluating web applications and administrative interfaces.
• Understanding of information architecture and interaction design principles.
• Familiarity with participant recruitment and screening.
• Understanding of research ethics and informed consent.
• Experience incorporating customer feedback into research activities.
• Familiarity with quantitative data and product analytics.
• Strong written and verbal communication skills.
• Excellent attention to detail and research quality.
• Ability to manage multiple research priorities.
• Ability to independently deliver research projects in a cross‑functional environment.

Nice to Have

• Experience researching B2B SaaS platforms.
• Familiarity with merchant‑facing software and business administration tools.
• Experience conducting research for e‑commerce platforms.
• Understanding of Shopify or comparable commerce ecosystems.
• Experience researching merchant onboarding and account setup.
• Familiarity with storefront configuration and product catalog management.
• Understanding of subscription management and recurring commerce workflows.
• Experience researching business dashboards and reporting tools.
• Familiarity with entrepreneurs and small‑business software users.
• Experience conducting research with enterprise or multi‑location merchants.
• Understanding of white‑label or multi‑tenant SaaS platforms.
• Background in healthcare technology or telehealth platforms.
• Familiarity with healthcare‑related operational workflows.
• Experience partnering with Customer Success or implementation teams.
• Familiarity with tools such as UserTesting, Maze, Dovetail, or comparable research platforms.
• Experience evaluating Figma prototypes.
• Understanding of mixed‑methods research approaches.
• Experience combining qualitative research with product analytics.
• Familiarity with journey mapping and service blueprinting.
• Experience working in fast‑moving, cross‑functional product teams.